How to Get Immediate Webinar Feedback

By Sharat Sharan, John Carucci

All of the webinar analytics and e-mails in the world can’t offer the immediate feedback that you get during the Q&A session. Q&A provides the most immediate measure of the discussion because the questions are being asked live.

Not only does it keep the topic you’re discussing relevant, but it also lets you know what’s possibly missing. For example, if the webinar covers X and Y and the people have questions about Z, it gives the presenter an opportunity to address that topic, time permitting.

However, if presenters cannot answer those questions within the timeframe of the presentation, they provide the speaker or company presenting the webinar with another opportunity to expand on their topics. Maybe something touched on in discussion needs to be explained further. That helps guide the conversation down the road, maybe for another webcast focusing on the second topic.

How to gauge the webinar audience’s experience

Sometimes the most overlooked aspect of evaluating your webinar is the audience experience. Did they get everything they wanted from the discussion? Was there enough time to ask questions? Did they find the console user-friendly enough to operate? But most importantly, you need to make sure that the overall user experience was positive.

You can derive all of this information through the analytical tools from the provider. That’s why it’s so important to have a user-friendly console. This way, the participant is motivated to use it.

How to fix any webinar problems ASAP

When the participant experiences problems, they must be resolved immediately. For example, if someone uses the chat box to let the presentation team know that they cannot hear the presenter or some part of the presentation, they should receive a response within 30 seconds providing them with some assistance. The answer may be as simple as telling them to refresh their browser to see if that fixes the problem.

If the simple suggestions are not working, somebody needs to address the problem immediately — just not the speaker. Maybe you need a producer-type person on the back end helping to solve any problems that the audience is experiencing. Never leave the audience hanging. If they drop off, chances are that they won’t be coming back.

How to use chat in the webinar

Group communication remains as crucial to the webinar experience as bread is to a PB&J. Chat creates a virtual environment that allows the audience to network and interact with one another, virtually.

Chat creates a great dialogue between the audience and the presenter as well as among the audience members. But sometimes it can create an unruly situation, or at least one that detracts from the presentation. That’s when the audience chats amongst themselves and stops paying attention to the presenter.

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That can definitely be a factor when you have thousands of people on a webcast and you open a group chat. It’s not something you can really monitor effectively, especially if ten people are typing comments at the same time. Group chat is something to be used in certain circumstances, mostly smaller webinars. It’s probably not a good idea for the bigger ones because group chat can be disruptive.